Client Support Specialist

Lead is a fintech building banking infrastructure for embedded financial products and services. We operate an FDIC-insured bank headquartered in Kansas City, Missouri.  Additionally, we have offices in San Francisco, Sunnyvale, and New York City, where our technical, product, design, and legal teams operate.

We are built for a constantly evolving financial landscape, where new ventures and technological advancements emerge daily. Guided by a team of entrepreneurs and technologists with decades of experience navigating intricate banking and payments regulations, Lead blends regulatory and technological expertise to help our fintech partners scale their operations with compliance and creativity.

Simply put, Lead offers the essential attributes that every fintech seeks in a partner bank. First, unparalleled technical expertise from a distinguished team of developers with an extensive understanding of the banking and payments systems. Second, oversight expertise, automated compliance systems, and bespoke program management to navigate the ever-shifting regulatory landscape. Finally, a commitment to transparency and operational rigor to ensure everyone’s money does what it’s supposed to do. 

As a Community Bank, we provide personalized banking services and solutions to support the businesses, individuals, and charitable organizations of the Kansas City Metropolitan Area, both in branch and online. We are committed to fostering strong relationships, supporting local economic growth, and we believe in the power of being an integral part of the community we serve.

Role Description:

We are looking for a Client Support Specialist to join our Deposit team and serve as the digital frontline for our company. This crucial role supports Lead’s clients and partners by managing a variety of digital communications, including a shared inbox and live chat system. The Client Support Specialist will handle inquiries, resolve issues, and provide seamless assistance across digital channels. 

The ideal candidate will excel in a fast-paced, digital environment, adeptly multitasking and prioritizing effectively to ensure exceptional service. Success in this role requires strong communication skills, attention to detail, and a commitment to providing timely and professional support. 

• Understand Lead’s business nuances to handle client and partner communications effectively 
• Manage our shared support email inbox by handling, rerouting, and escalating inquiries as necessary
• Provide support to both Lead’s clients and the customers of our partners, ensuring clear and effective communication
• Handle live chats, offering real-time assistance by promptly addressing questions, resolving issues, and providing guidance through various processes 
• Process new online account applications, funds transfers, and product enrollment requests 
• Maintain logistics of inquiries to ensure efficient processing and follow-up 
• Verify personal and business identification documents (CIP/KYC) and archive paperwork
• Become a Lead Bank product knowledge expert. Educate clients and new hires on specifics of our financial service offerings
• Utilize CRM (Customer Relationship Management) system
• All other duties as assigned 

• At least one year of banking experience
• Have exceptional written communication skills to represent Lead professionally and consistently, upholding our values and standards 
• Demonstrate the ability to adapt to a fast-paced environment, multitasking while maintaining great attention to detail 
• Have a client-first mentality with a strong commitment to providing exceptional service 
• Bring excellent client care skills that will help you build professional relationships and curate interactions based on client and partner customer needs
• Are a team player and enjoy working with people to achieve the best and most efficient result
• Show a strong accountability and group responsibility for those we serve, taking on and performing tasks
• Embody the growth mindset and bring a self-driven and self-starter mentality to your work

• At Lead, we design our benefits to support company culture and principles, to foster an efficient and inspiring work environment, and to create the conditions for our team to give their best in both work and life

• Competitive compensation based on experience, geographic location, and role
• Medical, Dental, Vision, Life, 401k Matching, and other wellness benefits, including FSA, HSA and HRA
• Paid parental leave
• Flexible vacation policy, including PTO and paid holidays
• A fun and challenging team environment in a dynamic industry with ample opportunities for career growth 

*Hours: Monday - Friday, 8:00 am to 5:00 pm CST

*Lead Bank is proud to have an inclusive culture committed to ensuring equal employment opportunity in all employment decisions regardless of race, color, gender, national origin, religion, age, disability, sexual orientation, gender identity, military status, veteran status or any other legally protected status.

*Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.